Hannah G.Validated Reviewer
Customer Success Lead · Financial services · 11–50 employees
4.5
June 12, 2026
“The reporting is why we stay”
Used daily for 1–2 years
We moved from a shared inbox at about fifteen agents and the difference was immediate: SLAs we can actually prove, views that route by product line, and Explore reports I build myself instead of asking an analyst. It is not cheap and it is not simple, but it answers questions the smaller tools cannot.
Pros
Explore reporting, SLA management, every channel on one customer timeline.
Cons
Per-agent cost is steep, and triggers need an owner or they quietly rot.
Problems it solves
We can finally show leadership where response time slips and why.